1. Twentyeight Health

Twentyeight Health (www.twentyeighthealth.com) is a mission-driven women's health platform that provides telemedicine, medication delivery, and care coordination in Spanish and English. Our vision is to address health equity by providing high-quality, convenient, and affordable women's health services designed to be inclusive of underserved communities.

Today, we are active in 48 states and have exciting growth plans. We are rapidly expanding our offerings, and we are backed by some of the best healthcare & consumer investors pioneering digital health, including Third Prime, Town Hall Ventures, SteelSky Ventures, RH Capital, Seae Ventures and GingerBread Capital, and more.

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You'll be joining a dynamic, supportive, and mission-driven environment. We are a team of doctors, public health experts, designers, engineers, and builders across the US committed to changing the face of healthcare, particularly for underserved communities.

At Twentyeight Health, we value a diverse workplace and strongly encourage women, BIPOC, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We are committed to fostering a culture of mutual respect, diversity, and inclusion for our employees and customers alike, and we can't wait for you to be a part of it.
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2. Role

As a Care Advocate, you will be responsible for providing an outstanding care experience to our users from beginning to end. You will lead many aspects such as: user sign-ups, coordinating with providers, coordinating with our pharmacy partners, answering user questions primarily via phone and email, and identifying and implementing process improvements. Your role will ultimately help us provide an exceptional care experience to users who need access to health care.
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3. Manager

You will report directly to the CX & Ops Associate Manager, Maira Requena.
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4. Responsibilities

• Be the user facing voice of the Twentyeight Health brand acting as a care advocate to ensure each user is receiving the proper support from the care team, providers and pharmacy
• Following escalation protocols to coordinate care (with users, providers, dispensing and delivery process with pharmacy, manage sign-up process etc.)
• Answer user questions through email, live chat, SMS, and inbound/outbound phone calls
• Maintain accurate records of user information, orders and communication logs
• Ensuring that service level agreements (SLAs) are met consistently and effectively, while maintaining a high standard of performance and timely delivery in all tasks and responsibilities
• Proactively identify and implement opportunities for improvement
• May be asked to perform additional related tasks as needed
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5. Requirements

We are looking for exceptional candidates who have:

• 1+ years online customer service work experience (required)
• Experience with phone, email, live chat, and SMS communications (required)
• Fluent Spanish speaking and writing capacity (strongly preferred)
• Availability during 9am-5pm ET (required)
• Experience working in healthcare, telehealth, health insurance, pharmacy, or other clinical setting (preferred)
• Bachelor’s degree (preferred)
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6. Attributes we look for

• Passionate - possesses a genuine affinity for healthcare and Twentyeight’s mission
• Excellent communicator - strong written and verbal communication skills
• Detail-oriented - double checks work to ensure integrity and quality
• Self motivated - comfortable working independently and in teams
• Problem solver - excels at identifying and solving problems
• Accountable - comfortable working and reporting to management remotely
• Willing to work hard - committed to doing whatever it takes to ensure project completion and exceed customer expectations
• Flexibility - open to working on different tasks and projects based on the needs of the business
• Willing to learn - open to giving and receiving feedback is a must
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7. Our cultural values

• Our mission is our north star, providing high quality healthcare to underserved women
• We treat people with care, including team members, our users, clinician partners, and pharmacy partners
• We hold ourselves to high standards
• We create an environment where people can show up as their authentic and best selves
• We have a growth mindset fueled by curiosity, openness to feedback, and focus on constant improvement
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8. Compensation & Benefits

• Base compensation at $20/hr, 40hrs/wk
• Medical, dental, and vision insurance
• Paid 12-week parental leave
• Fertility & family-forming financial assistance
• Generous PTO, paid holidays, sick time, and mental health days
• Access to 401k with matching
• Additional work-from-home support & perks
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9. How to apply

Please complete the application form and upload your resume here. Thank you for your interest and we look forward to reviewing your application!

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